Service Catalogue Management in ITIL

The purpose of the Service Catalog Management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it.

Objectives of Service Catalog Management

The objectives of the Service Catalog Management process are to:

Manage the information contained within the Service Catalog and to ensure that it is accurate and current

Ensure that the service catalog is made available to those approved to access it in a manner that supports their effective and efficient use.

Scope

The scope of the Service Catalog Management process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment.

Service Catalog structure

The structure and presentation of the service catalog should support the uses to which it will be put, taking into consideration the different audiences. Many organizations integrate and maintain their service portfolio and service catalog as a part of their Configuration Management System (CMS). It is therefore essential that changes within the service portfolio and its constituent service catalog are subject to the change management process.

Service Catalog Presentations

Service Catalog with two views

Business/Customer Service Catalog view: This contains details of all the IT services delivered to the customers, together with relationships to the business units and the business processes that rely on IT services. This is the customer view of the service catalog. This is the service catalog for the business to see and use.

Technical/Supporting Service Catalog view: This contains details of all the supporting IT services, together with relationships to the customer-facing services they underpin, and the components, Configuration Items and other supporting services.

Service Catalog with three views

Wholesale customer view: This contains details of all the IT services delivered to wholesale customers.

Retail customer view: This contains details of all the IT services delivered to retail customers.

Supporting services view: This contains details of all the supporting IT services, together with relationships to the customer-facing services.

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